Customer Experience Specialist, Relay

• You have 1+ years of experience working in customer support or a customer-facing role
• You are excited about building a customer-facing career with the desire to grow and develop both personally and professionally
• You are a clear, concise, and personable communicator both verbally and written
• You have a team-first mentality and take opportunities to share learnings and learn from your fellow team members
• You have deep empathy for customers and balance being resourceful and direct with customers
• You enjoy chatting with customers on the phone and getting to the root of their problems to provide excellent customer service
• You have fine-tuned prioritization skills to maximize your impact
• You have the ability to rise to a challenge; you can handle change, conflict management, and uncertainty, at times
• You are naturally curious, you love to understand the “why” behind a problem or question, and aren’t afraid to dig deep into problem-solving
• You are proactive, and you find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes

Desirable

• Engage and support customers primarily via phone (Zendesk Talk) in an empathetic, professional, and proactive manner
• You'll be trained on different support channels, but the phone will be the main means of communication
• Prioritize the customer experience by taking opportunities to build meaningful connections with customers that go beyond small talk (show interest in the customer and their business)
• Investigate and problem-solve together with team members from Engineering, Sales, Product, and beyond to troubleshoot customer issues and get results in a timely manner
• Own and improve our public support knowledge base by creating and updating articles that equip our customers with actionable steps for their inquiries
• Track data and learnings from customer interactions that deliver meaningful insights for product and process improvement
• Collaborate closely with Operations, Marketing, Product, and Engineering on customer pilots, new feature launches, and more!

• Stage 1: A 30-minute Google Meets video call with a member of the People team
• Stage 2: A writing sample about customer experience
• Stage 3: A 45-minute Google Meets video call with two members of the Customer Experience team
• Stage 4: A 30-minute Google Meets video call with the CEO of Relay